New social media monitoring, analytics tool hits market

Feb. 11, 2014

Market Force Information, a provider of customer intelligence solutions, is helping restaurants and other multi-location businesses provide better customer service through a new solution for social media monitoring, analytics and management, according to a company press release. Released today, SocialForce enables businesses to monitor consumer online discussions about their brand and competition and take action to improve their performance and provide a differentiated customer experience.

"There's a growing number of social media forums that provide consumers with a podium to vocalize their opinions about a company, and it's a tall task for large businesses to wade through what customers are saying about their brand, their competitors and their experiences," said Janet Eden-Harris, chief marketing officer for Market Force. "SocialForce extracts this intelligence for businesses, uncovering ways for them to make operational improvements that lead to exceptional customer service."

SocialForce provides these insights by tapping into content across dozens of social media networks, such as Twitter, Facebook, YouTube, Instagram, Tumblr, Google+, WordPress, Flickr, Wikipedia, blogs and message boards. It can be used to monitor social conversation volume, analyze sentiment and identify trends — all underpinned by powerful analytics and presented through a visual dashboard, Eden-Harris said.

Market Force has developed a unique sentiment-scoring algorithm that enables brands to quickly track how they are doing over time and against their competitors using a weighted scoring mechanism, said Marcus Daley, Market Force chief technology officer.

"Brands want to be able to quickly see how they are performing without having to wade through tedious numbers of posts by hand," he said. "Our new approach gives them that tool."

SocialForce is now available through Market Force as a stand-alone data source or incorporated into KnowledgeForce, a customer intelligence platform that integrates various streams of customer service measurement data to give companies a holistic view of their operations.

"We're doing the heavy lifting for businesses by finding important posts on which they can take action, whether it's quickly reaching out to customers that express dissatisfaction with an experience or acknowledging a specific job well done," said Eden-Harris. "SocialForce also helps them keep tabs on the competitive landscape so they're not taken off guard."

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Topics: Online / Mobile / Social , Operations Management , Systems / Technology

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